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Privacy

At Island Express are we are committed to respecting your privacy. This policy describes how we collect, use and disclose personal information concerning our guests and other individuals. This policy may be modified from time to time by posting updated versions on the Island Express Air website and you may also be notified of changes upon logging in to the website.

What is Personal Information?

Personal information is information about an identifiable individual. Your personal information includes your full name, address, telephone number, email address, and any other information that identifies who you are or would allow someone to contact you. Personal information only becomes known to Island Express Air when you provide it to us, or when a third party, such as a travel agent, family member or other party books a ticket on your behalf and provides personal information to Island Express Air with your consent.

Consent

It is our policy to collect, use and disclose personal information about you with your knowledge and consent, unless otherwise required or allowed by law. Prior to collecting personal information, it is our policy to identify the purposes for doing so and to limit the collection, use and disclosure of personal information to those purposes.

Generally, we will collect personal information from you, and us e it and disclose it with express consent received from you or from someone on your behalf. There will be occasions where we will rely on opt-out consent with respect to contacting you with offers that we feel will be of interest to you. We will use opt out consent only in circumstances where the personal information in question is not sensitive, where the purposes and circumstances are limited and well-defined and brought to your attention at the time personal information is collected, or where you are given an opportunity to opt-out or withdraw your consent then or at any time by contacting us.

If we identify a new purpose for using or disclosing your personal information, unless otherwise required by law, we will contact you to obtain your consent for the new use or disclosure and we may use your contact information, including your email address, to do so.

Collection and Use of Personal Information

If you would like to fly with us, book a accommodation or car, join a mailing list, apply for a job, participate in a program or enter a contest that may be offered by Island Express Air from time to time, you will be asked for personal information as described in this policy and as stated to you at the time of collection. Personal information may be collected by us through our call centre, or by interaction with our Website, or from you in person, or about you by us from a travel agent or other party obtaining travel services for you on your behalf.

It is our policy to collect personal information about you directly from you where possible or reasonable to do so. However, there are circumstances where personal information about you will be collected from a third party obtaining travel services for you on your behalf with your consent.

Personal information provided by you or on your behalf to book flights or other travel services will generally not be provided to anyone, including a spouse, family member, friend or coworker, without your consent, or as required by law, or as otherwise provided in this privacy policy. To protect your privacy rights and personal information, and for security and legal purposes, we therefore generally cannot disclose your personal information to any individual contacting us and claiming either to be a spouse, family member, friend, coworker or otherwise entitled to your personal information, or claiming to have your consent for us to do so, unless and until we have verified with you that you do in fact consent to our disclosure of your personal information to such specified individual.

The exceptions to this are:

We will disclose your personal information on a reasonable basis to an individual who has booked your current flight or other travel service where that individual has adequately identified themselves. We will consider that, since they previously had your consent, express or implied, to deal with us, your consent continues. Please Corporate and Other Third Party Bookings. We may also, with your consent, exchange your personal information, including medical information, with third party medical personnel in situations where you, or someone on your behalf, has requested special arrangements related to medical conditions or status. Please see Special Needs.

Where an individual contacts us and provides us with your full name and booking confirmation number giving us reasonable grounds to conclude they are contacting us with your consent, express or implied, we will disclose flight information to that individual for the purposes of permitting that individual to meet your flight or be aware of delays, and other similar information. Flight information is limited to flight number, flight timing information, confirmation that you have or have not boarded a flight, and the departure and arrival locations of your journey with us. Flight information is provided as a service and convenience to you to permit meeting your flight and being aware of any delays or flights that are early. We will not provide other personal information such as home address or contact information to other individuals in these circumstances without your express consent. If you do not wish individuals to be able to obtain flight information from us, you should not share your (“Personal Name Record”) PNR number with them. Otherwise, we will conclude that, where an individual has your full name and booking confirmation number you have given your consent to their contacting us for your flight information. Booking confirmation number refers to the confirmation number assigned by Island Express Air to you for a specific flight.

Booking a Flight

When you book a flight with us, or when someone books a flight with us on your behalf, we will ask for your gender, age, name, address, email address, phone number, and credit card information. We collect this information in order to process your request for travel services or to process refunds. We need your gender to determine the weight and balance of our aircraft and to assist us in identifying you for legal and security purposes. We may also use your personal information to contact you about your flight booking or about anything that may affect your flight booking or your flight.

Island Express Air may also use your personal information to contact you about your travel patterns and your experiences when flying with us.

Adequate personal identification documents, including photographic likenesses, will generally be required in order to permit you to board an aircraft or access other services. This information is collected for security, legal and identification purposes and is generally returned to you immediately and not retained.

Requirements of Government Authorities

Because of the nature of the airline industry, and concerns with respect to safety and security, there may be situations in which Island Express Air is required by legal authorities to collect, use or disclose personal information about you, particularly when you are traveling with us, without your knowledge or consent. Information that we are required to collect by any Canadian government authorities, depending on your boarding location and destination, may include, as required by such authorities, your full name, date of birth, citizenship, gender, passport number and country of issuance, drivers license and province of issuance or other photo identification, the means by which you paid for your flight, details as to how it was booked, and any other personal information collected by us as set out in this policy or as required by such government authority.

Special Needs and Unaccompanied Minors

Subject to certain restrictions and the Island Express Air Special Guest Services Conditions, services are offered to persons with special needs and for unaccompanied minors.

In order to properly serve persons with special needs, and to assure the health and safety of all concerned, Island Express Air may require additional personal information, including relevant medical information and information on particular requirements, such as whether a wheelchair, oxygen supply or other special equipment are required, as well as additional contact information in the event of an emergency.

In order to serve unaccompanied minors, Island Express Air will require personal information concerning parent(s)/guardian(s) dropping off the child at the commencement of their travel with Island Express Air as well as the parent(s)/guardian(s) meeting the child at the conclusion of their travel with Island Express Air, as well as additional contact information in the event of an emergency. We do not allow unaccompanied minors to proceed to flights with other carriers without first being met by a designated parent(s)/guardian(s). For security purposes, we require the designated parent(s)/guardian(s) for sufficient personal information, including personal identification with photographic likenesses, returning such information to the designated adult or adults once identity has been verified.

Agents

When you book with us through an Agent, your Agent will provide us with the same personal information that we would otherwise collect from you directly in order to book a flight or other travel services. Unless and until we are advised otherwise, we will consider an Agent to have your authority to provide us with your personal information to be used and disclosed by us pursuant to this privacy policy. Collection, use and disclosure of your personal information by your Agent will be subject to your dealings with the Agent and their privacy policies and practices.

Agent access to online information from Island Express Air is governed both by Island Express Air policies and by restrictions and levels of permission set up by the Agent. Personnel in each Agent’s office may be able to gain access to personal information concerning all clients and customers of the Agents. Access to your personal information may not be limited to the individual Agent you have dealt with as Agents may share information. Any inquiries about another Agent accessing your personal information should be directed to the original Agent with whom you booked your flight.

Corporate and Other Third Party Bookings

If a third party, including a family member or friend, or your employer or another party other than a travel agent, has made or will be making a booking on your behalf, that party will provide us with the same personal information that we would otherwise collect from you directly in order to book a flight or other travel services. Unless and until we are advised otherwise, we will consider such third party to have your authority to provide us with your personal information to be used and disclosed pursuant to this privacy policy. Collection, use and disclosure of your personal information by a third party will be subject to your dealings with them and any applicable privacy policy and practices they may have.

Certain employers and other parties may be granted access to online information from Island Express Air with respect to your booking where your employer or other party has made that booking on your behalf. Such other party, including any others to whom it grants permission, will be able to gain access to personal information concerning all individuals for whom they have made bookings.

Island Express Air Member and Mailing Lists

Our Online Booking feature allows you to provide us with your personal information for your convenience in using our website, should you choose to enroll. We strive to continuously improve the function of the fields available, but unless we advise you otherwise, any improvement in or addition to the fields will be subject to the same policies as set out in this policy.

For certain opt-in services, Island Express Air may, with your consent, collect profile information about you, as well as demographic information. This information will be used to communicate specific information to you based on the profile and demographic information you provide.

If you would like to do any one or more of the following:

join our Island Express Air mailing list and be informed of discounts and other promotional offers;

be informed of new routes and services; or

participate in research surveys from time to time,

you must first set up an Online Booking profile and check the applicable option or options, following which we will use your profile to communicate with you via email as you have requested. You may withdraw your consent to any of the foregoing options at any time.

Promotional Contests

Island Express Air may offer various promotions from time to time. When you enter a promotional contest, we ask for your name, date of birth, address (email and/or residential) and phone number so that we may communicate with you in the event you are a winner and so that we may verify that you are of sufficient age to participate or that you meet other eligibility requirements stated in any specific contest rules. Other information related to the promotion or contest may be requested if required by law.

Employment Opportunities

Island Express Air may offer employment opportunities over its website. If you would like to apply for a job at Island Express Air, you will be asked to provide your name, telephone number, address, email address, and other information concerning your application such as employment history, references and education. This information is used to contact you and to review your application, including to contact any references on your behalf or any other third parties that you may consent to our contacting and discussing your work history and related matters.

Cookies

A cookie is a small amount of data, often including an anonymous unique identifier, that is sent to your browser from a website's computer and stored on your computer's hard drive. We use "cookies" to collect and compile general statistical data - cookies do not give us access to any of your personal information. Cookies track the movements of visitors to our website and allow us to collect anonymous information about visitor website usage patterns to better understand and meet their requirements with improved website design. If you have registered with us, cookies also allow our website to recognize your computer the next time you visit and sign in and automatically fill in fields as mentioned above in Island Express Air Member and Mailing Lists.

Disclosure

Island Express Air discloses your personal information with your consent to third parties as required to process your request for travel services, including flights, hotel and car bookings, and to provide services to you, or as required by applicable law, or as otherwise set out in this policy.

Island Express Air is continuously seeking ways in which to better serve you. Island Express Air may therefore also disclose personal information concerning you to other organizations who may have affiliated programs to Island Express Air or other offers of interest to you to allow them to contact you, but Island Express Air will do so only with your consent, which you may withdraw at any time.

Partner and Related Service Suppliers

Island Express Air may provide you with the opportunity to access products and services from third parties. Those third parties may collect, use and disclose personal information from you or about you in order to provide their products or services to you. The collection, use and disclosure of personal information by those third parties will be governed by their privacy policies and any consent you provide and, unless we advise you otherwise, Island Express Air has no access to or control over your personal information collected from you by those third parties.

Requirements of Government Authorities

As mentioned above, we are required to collect personal information by government authorities in Canada, and that information may be disclosed to those authorities without your knowledge or consent as required by law. It is the policy of Island Express Air to only collect and disclose what is required by law, and nothing further.

Security

Island Express Air has in place security measures and procedures to ensure that your personal information is protected from misuse and from unauthorized access.

However, no data transmission over the Internet can be guaranteed to be 100% secure. We cannot ensure the security of the information you transmit to us over the Internet.

Retention Periods

Personal information collected by Island Express Air is retained for as long as it is reasonably required for the purposes for which it was collected, or as required by law, following which it is securely destroyed or made anonymous. If you withdraw your consent to our retaining your personal information, we will advise you as to the consequences, if any, of your doing so.

Accessing Your Personal Information

Feel free to contact us if you have any questions or concerns about this policy or the accuracy and completeness of any information in your file, if you wish to update any of your information, if you would like to see a copy of the information we have on file about you, or an account of the use that has been made of your information. To do so, simply contact Island Express Air at:

Toll Free: 1.888.856.6260

You may also use the above information to withdraw any consent you have provided, or to register a concern or complaint with us. In all cases, we may require that requests for information or withdrawal of consent be received by us by email, fax, mail or otherwise in written form. We will also require that you provide sufficient information to allow us to locate your information to deal with your request.

RESPONDING TO YOU

All requests for access to information and complaints must be provided in writing and our response will be subject verifying your identity before replying. At this time we do not accept requests or complaints via email. It is our policy to respond to all inquiries, requests for access to personal information and concerns or complaints within 30 days of our receiving them unless otherwise allowed or required by law. If we cannot fully respond within 30 days, we will still advise you of that within 30 days.

However, we cannot give you access to personal information that we do not have, or that would disclose personal information concerning another individual without their consent, or that we otherwise cannot disclose under applicable law. There are legal restrictions in certain cases where we are prohibited from providing you with certain information. We reserve the right, in limited circumstances, to refuse to provide access to information where not legally required to do so, in which case we will advise you of the reasons for doing so, of the name of a person who can answer any questions you may have, and other details of your legal rights.

Testimonials

"Thank you for the great service you and your staff have provided me with over the last couple of weekends. It’s taken the enormous pressure of 8 – 10 hours travel out of my weekend itinerary travelling to and from Pitt Meadows / Victoria. You have no idea how convenient this is for me. Thanks again for the great service."

Laura

Island Air!

Terrific service for commuters from Alberta . Thank you for your professional and direct service to and from Nanaimo on our recent travels from Victoria to Nanaimo. How simple, well priced , and convenient to go from Calgary and on to Nanaimo in such a short time !

Feel free to use this as references as I can't say enough about the professionalism from your pilot and for whats its worth the fun we experienced flying our short distance. I am still telling the story!

Kathleen

"I was overwhelmed with your excellent service on my recent visit to Victoria. Am also very grateful to pilots, Andrew,Matthew and Brent for their assistance and expert flying ability. I am 84 and have flown with dozens of airlines, But this was the BEST. Many thanks and may your airline grow and spread its wings !!

Frances

"Nice crew, good service."

David

"We used you to transport our daughter to her Godfathers for holidays. Andrew and the crew were excellent and treated her extremely well. Our thanks."

John

"I just wanted to let you know how much I enjoyed my flight to Victoria on Sunday afternoon.

I was extremely impressed with everything and will definitely do this again.

I have also told everyone what a great and courteous service this is.

Thanks again."

Sue

"Great flight! Views were lovely and flight crew professional! We are recommending to all our friends."

Allan

"Great Service."

Frank

"Everything was super!!!"

Keli

I was one month late for my flight with Island Express. That's right- one month late! I had accidently booked a date exactly one month earlier than I had intended. After explaining MY error, I was offered a seat. No new fare, no penalty, no hassle. That's small carrier service! Thank you again.

Rich

"I have just returned home from a visit to Mission, flying with your company. Flight 305 on the 12th, and flight 304 on the 14th (today). I was nervous on the flight over because I am a nervous flyer (claustrophobic) and have never been on that small of a plane. The pilot and the co-pilot could see that I was tense (I had taken an mild anti-anxiety medication prior to the flight) so told me it was going to be a short smooth flight with gorgeous scenery. There was only one other passenger. Before I knew it we were in the air, and we all knew each others names - I felt very safe, secure and relaxed. I would like to add that the flight was late leaving and my anti-anxiety medication had started to ware off. On the return flight I had the same pilot, but a different co-pilot, who was also very wonderful. I didn't take any anti-anxiety medication on the return flight and I was very relaxed. I think with the crew being as personable as they were, and being able to watch them work all the equipment to fly the plane made it less of a scary adventure. I am taking a holiday in a few days to California (sorry you guys don't fly there) and know that I won't have the pretrip jitters that I have had on flights previous.

I will be using your company in the future to fly to Abbotsford. The flight is so much quicker and easier than the ferry and the LONG drive to Mission. Although it is much pricier, I can always make more money, I can't make more time to spend with my family."

Michele

"Wonderful to have service from Nanaimo to Abbotsford. Wish you continuing success."

Ruth

"Great experience! Saved travel time, would definitely use your service again!"

Christine

"Very helpful with an 81 year old. Thank you."

Molly

"Great flight! Beats the ferries."

Lucy

"Love your airline, and wish you the best of luck in staying around for a long time!"